Outstanding payment

In March 2020 I put in a withdrawal claim. I was told it will take 10 business days and 5 months later there is no payment or feedback. On the 23rd July i spoke to Kusha Naidoo (Client Liaison officer) and he advised that there should be nothing withholding the payment and that it is with Individual Records team and can see funds awaiting instruction. He promised to resolve this and also rectify my online login details so i can also view my current fund. To date i can't get through to anyone and there is no feedback.